Loyalty · Advocacy & Reviews
Crispy's
AI-powered feedback, review generation & real-time recovery
90-day program
12,000 post-visit interactions
48 locations · Southeast US
Program results — 90 days
4.6
Inferred CSAT
Out of 5.0 · Up from 4.1 pre-program
+52
Inferred NPS
Promoters: 64% · Detractors: 12%
12,000
Conversations
AI-moderated post-visit check-ins
2,418
Reviews Generated
Google: 1,820 · Yelp: 598
340
Customers Won Back
Real-time AI recovery interventions
892
Issues Escalated
Routed to store manager within 5 min
How the program works
Post-visit check-in
2 hours after a visit (detected via POS + loyalty app), Gather sends an AI-moderated check-in via SMS. The conversation feels like a text from a friend, not a survey.
Sentiment assessment
The AI infers CSAT and NPS from the natural conversation — no 1-to-10 scales. It reads tone, language, and specificity to classify the customer as a Promoter, Passive, or Detractor.
Happy path → Review request
If the customer is positive, the AI thanks them and asks if they'd be willing to share their experience on Google or Yelp. A one-tap link is provided. 42% of happy customers leave a review.
Unhappy path → AI recovery
If the customer is negative, the AI acknowledges their concern, asks clarifying questions, and attempts real-time resolution — offering a replacement meal, a discount on their next visit, or a direct callback from the store manager.
Escalation path → Support routing
Issues the AI can't resolve (food safety, staff behavior, facility complaints) are escalated to the store manager with full conversation context within 5 minutes. Manager response is tracked.
Conversation outcomes
How 12,000 post-visit check-ins resolved across the three paths.
72%
Happy Path
21%
AI Recovery
7%
Escalated
Location performance
Top 5 and bottom 5 locations by inferred CSAT. Identifying operational issues at the store level.
Top 5 Locations
Bottom 5 Locations
Customer voices
"Best chicken sandwich in Atlanta, hands down. The new crispy pickles are incredible. I literally just left a Google review because you asked nicely 😂"
— Buckhead location · Left 5-star Google review
"My order was wrong — got a spicy when I ordered original. But the text offered me a free replacement on my next visit. Honestly, that's better than calling and complaining. I'll be back."
— Midtown Charlotte · Returned within 5 days
"The drive-thru took 22 minutes today. That's not fast food, that's slow food. Something is wrong at this location."
— Highway 9 Greenville · Manager contacted in 3 min
"This is the only chain where I feel like the staff actually cares. The girl at the register remembered my usual order. That's loyalty right there."
— Downtown Nashville · Left 5-star Yelp review
"Fries were cold. Not the end of the world but not great. The AI offered me a free side on my next visit — I appreciate that. Most places wouldn't even ask."
— Uptown Raleigh · Won back
"Took the kids after soccer practice. Fast, friendly, clean. Everything you want from a quick meal. Already left a review — you guys earned it."
— West End Savannah · Left 5-star Google review
Program ROI
Methodology
Program scope
48 Crispy's locations across the Southeast US. 12,000 post-visit AI-moderated conversations over 90 days. Interactions triggered 2 hours after POS transaction for loyalty app members. Each conversation combines quantitative sentiment inference with qualitative exploration of the visit experience.
Measurement
CSAT and NPS inferred from natural conversation analysis using AI sentiment models (no numeric scales — higher response rates and more authentic feedback). Review generation tracked via unique attribution links. Win-back defined as a return visit within 30 days of recovery interaction. Qualitative themes extracted from verbatim transcripts for location-level operational insights.
Turn every visit into a review or a recovery
Gather's AI-powered feedback loop generates reviews from happy customers and wins back unhappy ones — in real time, at scale.
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